Shift Manager - L2

JOB Description For Shift Manager -L2 Customer Name MSIL LOCATION Gurgaon DOMAIN Shift Manager Level (L1/L2/L3) L2 Required Relevant Domain Experience 3-6 years in Shift Management Job Type (Onsite/Remote) Onsite Shift details (General/ 24X7) 24*7 Support Qualification B.E.//BSc Certifications Required if ANY ITIL Certification Budget 5-7 LPA Mandatory Requirement (If Any) Role Purpose To manage Shift and Incident Management ( IPC) Job Responsibilities Must Have:- Knowledge of shift operation Incident management, Service request, Problem Management and Change management. Understanding SOW, SLA. Overseeing the incident management process and team members involved in resolving the incident. Responding to a reported service incident, identifying the cause, and initiating the incident management process. Working for RCA and submitting reports. Prioritizing incidents according to their urgency and influence on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Collaborating with the incident management team to ensure that all protocols are diligently followed. Logging all incidents and their resolution to see if there are recurring malfunctions. Adjusting the incident management process as required to ensure its effectiveness. Communicating with upper management if major issues are found in the IT system. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Daily, Weekly. monthly MIS reporting knowledge. FOR HPE Project Manager Date Signature FOR Customer Project Manager Date Signature Technical Skills/Knowledge requirement Resource should have experience in managing shift operations. (Must) Resource should have experience of managing team. (Must) ITIL framework knowledge and certification (Must) Show more Show less